Product And Operations Lead - Servicenow

John Lewis Partnership; Bracknell; Hybrid; GBP 68,000 - 83,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

John Lewis Partnership seeks a Product and Operations Lead - ServiceNow to drive the development and operation of the ServiceNow environment, supporting ITSM and CMDB. You will define a multi-year roadmap and coordinate with a 3rd party partner for delivery, while building strong stakeholder relationships.

The role combines strategic governance with hands-on guidance to improve efficiency through integrations, automations and process improvements, while ensuring alignment with business goals and

Qualifications

• Typically 8-10+ years in product management or enterprise platform ownership with ServiceNow exposure.
• Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM, CMDB, ITOM or CSDM.
• Proven leadership in managing multidisciplinary teams in a matrix environment.

Responsibilities

• Define and own multi-year ServiceNow roadmap aligned with organisational goals and digital transformation.
• Lead governance boards and engage senior directors to translate needs into deliverables.
• Oversee licensing strategy, vendor relationships, and procurement including SoWs.
• Champion the platform and drive adoption of new modules, integrations and automation.
• Ensure offshore 3rd party delivery meets service levels and business impact.

Skills

ServiceNow experience

ITSM & CMDB

Stakeholder management

Vendor management

Leadership

Education

CSA or CIS certifications

Tools

Jira

Confluence

Slack

Salesforce

Job description

As a Partner in our business your number one focus is to work collaboratively to create more value for our customers and our business.
As the Product and Operations Lead - ServiceNow, you will lead the development and operational maintenance of the JLP ServiceNow environment, supporting ITSM and CMDB. You will define and own the multi-year ServiceNow roadmap, aligning platform capabilities with the Service Management and organisational goals and digital transformation initiatives. You will seek to improve the operational efficiency of the organisation through the use of ServiceNow by identifying and developing opportunities for integrations and automations and associated process improvements.
Note that all development and operations of ServiceNow are provided by our 3rd party infrastructure partner and therefore you will not have admin access to the platform.
You will maintain a holistic view of technical services, projects and outcomes for ServiceNow, assuring technical delivery and operational performance of services provisioned via offshore 3rd party suppliers. You will be a key touch point for the business and for colleagues within IT. You will also focus on developing and maintaining stakeholder relationships, demonstrating effective influencing skills.
You will have the opportunity to develop and stretch personally and professionally to achieve your potential.

At a glance

Expected salary - The expected salary for this role is up to £75000

Contract type - This position is a permanent contract.

Working pattern This is a hybrid working role, therefore your time will primarily be split between working from home and the Bracknell Head Office. However, there will also be an expectation to visit other locations as the need arises.

Our team currently works from the office around twice a week to connect and on a more ad-hoc basis to attend key meetings, but again the frequency is dependent on the business needs.

Location - This role is based at our Bracknell Head Office campus.

Key responsibilities

• Strategic Vision & Roadmap: Define and own the multi-year ServiceNow roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives.
• Stakeholder & Governance Leadership: Establish and chair governance boards to ensure cross-functional transparency and lead engagement with senior directors to translate complex needs into deliverable requirements.
• Commercial & Vendor Management: Oversee licensing strategy, manage vendor relationships, and lead procurement activities, including the creation of Statements of Work (SOWs).
• Platform Development: Keep abreast of ServiceNow product development understanding how this would be useful for JLP. Network with other ServiceNow customers to understand best practice and ways of working.
• Platform Advocacy: Champion the platform across the business, identifying opportunities for workflow automation, integrations with other relevant platforms (such as Jira, Confluence, Slack, Salesforce etc.) and driving adoption of new modules and features beyond our initial use of ITSM Pro.
• Set clear intent, direction and guardrails to achieve outcomes, aligned to the Partnership and business area strategy.
• Empower and support 3rd party offshore teams to make decisions and resolve challenges in line with the strategy.
• As a co-owner, actively share the responsibilities of ownership and support Partners and colleagues to have a voice in our business.
• Invest in your personal and professional development, utilising the opportunities available to you through your Profession to develop your skills and capabilities.
• Engage with your function, supporting your lead to continuously develop and improve it.
• Implements architectural and business commerce strategy to maximise the benefit and use of ServiceNow.
• Mitigate business risk while protecting throughput and business value.
• Assure operability delivery of ServiceNow
• Owns ways of working in capabilities and encourages safe experimentation in build and run
• Ensures services meet business need and manage major incidents as point of escalation
• Ensures all teams / services have clear OKRs
• Measure service(s) throughput and value released to ensure it is meeting required business impact
• Optimise cost of delivery by effectively using Partners and 3rd Parties by finding and removing all waste in the process
• Fights for balance of sensible prioritisation to remove technical debt and closes services, applications and infrastructure safely.

Essential skills/experience you’ll need

• Can plan effectively and is heavily outcome focused
• Has owned business problems and transformed business process with defined business impact
• Demonstrates integrity by tenaciously doing the right thing in the face of mounting pressure
• Demonstrates a high level of personal accountability
• Experience: Typically 8-10+ years in product management or enterprise platform ownership, with significant exposure to the ServiceNow ecosystem, particularly ITSM and CMDB.
• Technical Certifications: Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in modules like ITSM, CMDB, ITOM and CSDM.
• Leadership: Proven ability to manage multidisciplinary teams, working extensively in a matrix management environment
• Business Literacy: Strong financial acumen, including budget ownership, ROI assessment, and benefit realisation planning.

#Hybrid

#LI-LS1

Closing Date

September 29, 2026

Contract Type

Permanent

Hours of Work

35

ABOUT THE PARTNERSHIP

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose.

We’re not just employees, we’re Partners, driven by our purpose to build a happier world.

We’re ruthlessly focused on being brilliant at retail.

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